Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Customer Experience 246

Customer Experience Customer Centricity NPS Exercises 246

Forrester's Customer Insights

JULY 8, 2022

How can CX leaders gain funding? Develop executive empathy: Determine stakeholder priorities, connect CX to these existing priorities, and communicate the value of CX.

Exercises 47

Exercises Communication Connections Customer Experience Management 47

Promoter.io

DECEMBER 15, 2016

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io What Chime had discovered was […].

NPS 40

NPS Exercises Survey Customers 40

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. John Daido Loori, The Great Way, Best Buddhist Writing 2008.

Exercises 72

Exercises Leadership Customer Centricity Employee Engagement 72

Help Scout

AUGUST 22, 2023

Use this guide to train new team members, engage in role-playing exercises, or just refine your own approach to customer service scenarios. Read the full article

Customer Service 81

Customer Service Customers Exercises Training 81

Kerry Bodine

AUGUST 21, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your registration includes: Two days of interactive lectures. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Customer Centricity Exercises Customers 177

dscout People Nerds

JUNE 10, 2021

Use these techniques to break out of a research rut and generate compelling insights from your next study.

Exercises 52

Exercises Study 52

Kerry Bodine

APRIL 19, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your registration includes: Two days of interactive lectures. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Customer Centricity Exercises Customers 177

InMoment XI

DECEMBER 27, 2021

In today’s post, however, we’ll walk through the steps of an exercise JB calls an “assumption slam,” so you can take this process back to your team and use it to test any assumptions of your own. Let’s get started! How to “Slam” In-Person & Digital Customer Experience Assumptions.

Customer Experience 529

Customer Experience Customers Exercises Customer Expectations 529

SurveySparrow

SEPTEMBER 29, 2023

Incorporate interactive exercises, brainstorming sessions, and role-playing to keep the energy high and the creativity flowing. Combine presentations, visuals, and practical exercises. This interactive exercise helps them better understand customer emotions and challenges, leading to empathy-driven solutions.

Customer Experience 52

Customer Experience Customers Customer Journeys Feedback 52

QuestionPro Audience

AUGUST 20, 2019

It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. .

Marketing 199

Marketing Exercises Consumers Strategy 199

InMoment XI

MAY 31, 2022

Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. At the same time, don’t let the exercise become overwhelming. ” – Jessica Pfeifer, VP & General Manager, InMoment. You and your team may already have an intuitive sense of the journey.

Customer Journeys 529

Customer Journeys Examples Customers Touchpoint 529

Experience Matters

DECEMBER 18, 2018

It was a great exercise. To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

Trends 260

Trends Customer Experience Employee Experience Exercises 260

InMoment XI

APRIL 19, 2022

We each have our own “moments that matter,” whether it’s going on a walk with our dog, taking an exercise class, spending quality time with our family and friends… the list goes on! In these stressful times, it’s more important than ever that we are deliberate about setting time aside for the things that make us feel our best.

Resources 493

Resources Employee Experience Tools Communication 493

NICE inContact

JANUARY 13, 2020

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. Where do you spend? Where do you cut?

Customer Experience 156

Customer Experience Customers Exercises Contact Center 156

Beyond Philosophy

JANUARY 29, 2022

Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support. People think that the exercise is the answer to everything that’s wrong (or right) with Customer Experiences.

Customer Journeys 97

Customer Journeys Customer Centricity Customer Experience Exercises 97

Comm100

JULY 20, 2023

By leveraging the vast number of educational resources available online, ChatGPT can curate personalized content, suggesting relevant readings, videos, and exercises. ChatGPT can analyze individual student profiles, identify their strengths and weaknesses, and recommend tailored learning pathways.

Chatbots 188

Chatbots Feedback Interaction Course 188

CloudCherry

DECEMBER 28, 2017

I have been told that this was the FIRST major brainstorming exercise at CloudCherry since inception that I played no role in. One shot, no retakes, no script – just to capture the ‘real time’ recap of what the whole exercise’s outcome had been. Startups life is all about the trade offs you make I guess!

Exercises 199

Exercises Video System Sales 199

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. 37:00 We share our final tips and key takeaways from this exercise and how it should help you have a more complete picture of the customer journey. __ Did you know we have a YouTube Channel too? That’s right…we said it. Check it out here. Connect with Colin on LinkedIn HERE.

Customer Journeys 78

Customer Journeys ROI Customers Customer Experience 78

ShepHyken

AUGUST 5, 2020

This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary. Some answers will be major “aha!”

Customer Service 160

Customer Service Customers How To Customer Service Training 160

QuestionPro Audience

DECEMBER 4, 2017

Currently, almost half of all American adults have one or more chronic health condition, which often arises due to unhealthy living, poor diet, little to no exercise and stress. Wearers are encouraged to keep it on all day so it can monitor blood glucose, particularly during exercising, when glucose levels are apt to spike.

Technology 247

Technology Exercises Fashion Insurance 247

Alida

NOVEMBER 25, 2019

We’ve seen this approach helpful when starting a new insight community, and as an annual exercise for well-established insight functions. It will help operationalize your community and give the insight community manager a path forward to inform the business.

Customer Centricity 130

Customer Centricity Roadmap Customers Exercises 130

Forrester's Customer Insights

MARCH 30, 2020

Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional, 2) experiential, 3) symbolic, and 4) economic. But which combination is the right one? Find Your Organization’s Value Sweet Spot!

Exercises 41

Exercises Customers 41

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. Like exercise or learning something new, role-playing consistently will make an impact. Include role-play exercises in regular training cadences. So what is empathy?

Customers 214

Customers Customer Experience Exercises Culture 214

Merkle

MARCH 28, 2023

Looking outward to identify and align to new trends and emerging technologies is an important exercise to turn them into tailwinds that could drive growth. As emerging technologies like AI approach mass adoption and fuel a growing hype cycle, organizations are forced to make sense of the complexity.

Innovation 52

Innovation Exercises Trends Technology 52

ShepHyken

MAY 19, 2021

By the way, this is the same exercise we teach in our customer service training programs. We have clients that have been doing this exercise for years. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. Because it works!

Customer Service 142

Customer Service Meeting Customers Customer Service Training 142

QuestionPro Audience

DECEMBER 4, 2017

Currently, almost half of all American adults have one or more chronic health conditions, which often arises due to unhealthy living, poor diet, little to no exercise and stress. Wearers are encouraged to keep it on all day so it can monitor blood glucose, particularly during exercising, when glucose levels are apt to spike.

Technology 199

Technology Exercises Fashion Insurance 199

CSM Magazine

APRIL 13, 2023

They can also include experiential activities and exercises that simulate real-life situations. Retreats can include activities such as hiking, team-building exercises, and workshops. These activities can include virtual escape rooms, online games, and virtual team-building exercises.

Customer Service 52

Customer Service Engagement Customers Exercises 52

CSM Magazine

APRIL 24, 2023

The learning process worksheet includes exercises such as ‘daily successful habits’, ‘personal value finder’, and the SMART goal-setting questionnaire. Visualizing Exercises Visualizing exercises help clients to understand and clarify the different aspects of their lives, both present and future.

Exercises 52

Exercises Software Tools Examples 52

ShepHyken

JANUARY 20, 2021

The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.” Identify: If you haven’t already done a journey map of what your customers experience as they do business with you, it’s time to do it.

Customer Service 160

Customer Service Customers Customer Journeys Customer Service Training 160

Storyminers

NOVEMBER 5, 2020

The exercise used to be routine because most people had only one phone number and one address. At Storyminers, we believe the definition of marketing has changed from selling to finding. Here’s what that means. It used to be the marketer’s responsibility to find prospects for the sales team. And both were easy to find.

Strategy 264

Strategy Marketing Customer Experience Tools 264

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. This type of customer journey mapping exercise can go beyond the Ideal State journey map by rethinking the entire industry. Product roadmaps. Customer feedback dashboards.

Customer Journeys 190

Customer Journeys Examples Customers Customer Experience 190

ShepHyken

AUGUST 1, 2023

Here is a great example of the power of this exercise and impress your customers. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.

Customers 117

Customers Hotels Customer Service Customer Experience 117

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Russel Lolacher

SEPTEMBER 4, 2017

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Sure the intent is different but when it comes down to how we make those connect, it doesn’t really matter the situation, because people are people. A friend of mine recently.

Exercises 154

Exercises Connections Customers Customer relationships 154

DemandJump

DECEMBER 7, 2020

If you didn’t, for the sake of exercise, take a quick minute to enter the title of this blog into your search engine of your choice. If you’re reading this article, there’s a really good chance you typed a phrase like “What are the Different Types of Buyers?” or “4 types of buyers” into a search engine.

Exercises 94

Exercises Marketing Management 94

Maz Iqbal

JANUARY 19, 2015

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? If you/i are to show up as human-centred leaders then what is the way to go about being-dealing with these challenges. This question is the subject of this conversation. What is the material that a carpenter works with?

Exercises 48

Exercises Leadership Travel Connections 48